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Sr Director of Client Success

Company: Equiscript, LLC
Location: Charleston
Posted on: November 10, 2019

Job Description:

Sr Director of Client Success General Description: The Senior Director of Client Success (SDCS) leads the client-facing department. The SDCS is responsible for leading a team that develops and maintains relationships with post-sale clients in order to improve patient care, grow the business, retain clients, and improves overall client relationships. The SDCS is also equally responsible for building and leading a professional team to implement and grow programs with Equiscript's clients by: Representing Equiscript's Cause and Core Values to Equiscript's clients. Building and maintaining excellent relationships with our clients. Training the client-facing teams to ensure that client interactions are consistent and productive and that the Client Success team actively and strategically participates in clients achieving their program goals. Ensuring that clients understand their role in Equiscript programs and patient services and operate accordingly. Serving as a subject matter expert to provide additional value as the client relationships mature. Introducing new service opportunities to Equiscript leadership and clients. Representing Client Success as a member of Equiscript's leadership team. Listening to and aggregating client feedback and championing operational changes that would positively impact patient and client outcomes. Meeting or exceeding departmental goals and expectations. Setting and monitoring department goals and metrics to ensure that the team is focused on achieving results that are appropriate and tailored for the clients they represent. Setting goal expectations for the Client Success team members and supporting them to achieve their goals. Following up on and resolving contract issues and updates required by Equiscript or its pharmacy partners. Serving as a key liaison to resolve any client concerns or problems. Developing and introducing strategies that lead to improved patient outcomes and healthy client relationships. The SDCS is expected to be a strong leader for our client-facing department and our clients through deliberate, clear, concise communication and interaction while collaborating with other company leaders on common goals and functions. This is a client-focused position, with performance measured by program financial performance. However, this can only be achieved through integrity, excellence, partnership, and focus on client needs and patient care. Key Responsibilities: Serve as the senior client-facing leader for Equiscript and manage all aspects of client program implementation and growth, including specialty drug business. Consistently represent Equiscript's Cause and Core Values. Recruit, hire, train, and ensure the Client Success Department staff have a clear understanding of their goals and objectives and manage the team to these. Prepare clear, concise department strategies, plans, budget, and goals. Ensure that a business plan is prepared for, updated quarterly, and presented to each active client, and that appropriate plans include a specialty drug component. Ensure that client staff is engaged and working with us towards common goals to grow their programs. Ensure that every active client is visited according to an adopted plan based on the parameters established by the company in partnership with the needs of the client. Gain client endorsements and referrals for additional new business. Get clients to promote the home delivery program in their offices, on their websites, and in their collateral, and increase patient referrals to contracted home delivery pharmacies. Work with the Director of Patient Services (or equivalent) to ensure that the correct patient-related marketing campaigns are being run for each client site. Work with company leadership to develop and disseminate clear and concise messaging/marketing to providers and staff that communicate the benefits of Equiscript programs and result in improved program performance and revenue. Reduce restrictions on current call lists. In partnership with Operations, improve prescription "turn-around" times for patients that choose to enroll in the program. Monitor and report department's and each client's effectiveness in financial and operational performance. Ensure that client EMR data and prescriber data is provided by clients on the proper frequency. Professional Qualities: Experience in healthcare sales, service, or operations; particularly physician practice operations and/or health system operations Professional demeanor with the ability to quickly develop trust, listen to client feedback, anticipate problems, and diffuse concerns Competency in presenting client financial documents and complex concepts Detail orientation including a desire to maintain complete client eligibility and communication records Strong communication skills with people of all types, including the ability to genuinely display warmth and empathy Ability to communicate the value of the program and the quality of operations performance Strong presentation skills with the ability to influence people in both one-on-one and large group environments Positive thinker with great motivation and ability to persevere Ability to learn complex information and adapt to changing inputs Flexibility to adjust to changing priorities and processes Strong PC skills (MS Office or Google Apps and web-based programs) Willingness to travel up to 50%, including nights and possibly weekends Willingness to be flexible with work hours Preferred Experience: Five or more years of healthcare industry experience required Bachelor's degree is required. An advanced clinical degree - MD, DO, NP, PA, RPh, PharmD is preferred. Pharmacy knowledge Salesforce or other CRM technology experience Physical Requirements: Requires the ability to sit or stand for long periods of time, occasional stooping, and reaching; May require lifting up to 25 pounds; requires a normal range of vision and hearing with or without accommodations. Additional Information: Cleared Background Check Required Ongoing contact with clients is an integral part of the position, with travel estimated at 50% Valid driver's license, clean motor vehicle record and ability to be insured by company insurance guidelines. Employment Information: Position based in North Charleston, SC Benefits include a health plan, dental, vision, paid time off Flextime 401k with up to 4% match

Keywords: Equiscript, LLC, Charleston , Sr Director of Client Success, Other , Charleston, South Carolina

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